Can Introverts Provide Excellent Customer Service?

Can introverts provide excellent customer service? 

When we think of great customer service, the stereotype can be of an outgoing, charismatic employee. If that is true, does that mean people who are shy or introverted should not be as good at customer service? This is an important question since it is reported that nearly 50% of the world’s population are introverts. If the answer is yes, you would need only to hire extroverts for customer-facing positions and steer introverts for support roles.

“Rizz”

“Rizz,” a hot new buzzword, is a slang term derived from “charisma” that refers to the ability to attract or charm someone. It has gained popularity, especially among Generation Z, and has been widely popularized by social media. It emphasizes confidence, charm, and the ability to engage others naturally.

Rizz often describes someone’s smoothness and effectiveness in flirting or seducing a romantic interest. People with “rizz” are said to attract others easily with their personality and conversational skills. There is also “unspoken “rizz,” which refers to attracting someone without verbal interaction, relying solely on one’s presence and body language.

The energy of charisma

Employees with charisma bring a certain dynamic to the team. They can often add energy to their workplaces by boosting morale and getting along well with others. They are perceived by workplaces as being more friendly and good at communication.

Are employees with charisma better at customer service?

Employees with charisma tend to be very good at customer service. Charismatic employees possess qualities that can significantly enhance the customer experience.

Charismatic employees are often excellent communicators. They can articulate ideas clearly and persuasively, making explaining products or services easier and resolving customer issues effectively. Charismatic individuals can quickly build rapport and establish a connection with customers. This ability to create a positive and personal interaction helps build long-term customer relationships.

Empathy and charisma

Charismatic employees are often more empathetic, which allows them to better understand and address customer needs and concerns. This leads to higher customer satisfaction as customers feel heard and valued. The confidence and poise associated with charismatic individuals enable them to handle difficult situations and irate customers more effectively. They can de-escalate conflicts and find amicable solutions. Charismatic employees naturally become positive representatives of the brand. Their enthusiasm and positive demeanor can enhance the brand’s image and customer perceptions.

Charisma is crucial in customer service, enhancing communication, relationship-building, empathy, conflict resolution, and brand representation. While charisma alone isn’t sufficient for excellent customer service, it significantly contributes to a more positive and effective customer interaction. Extroverts can be amazing, engaged, responsive listeners, but they sometimes must check themselves to slow down and tune in.

*Related – Here Is A Great Way To Test Your New Employee’s Service Aptitude

Should you only hire outgoing, charismatic employees for customer-facing roles?

No! Introverts can absolutely excel in customer service, often bringing unique strengths that make them exceptional in the role. While customer service is typically associated with outgoing personalities, many qualities that make introverts great listeners, problem-solvers, and empathetic communicators are highly valuable in customer interactions.

Why Introverts Can Thrive in Customer Service

Introverts tend to be active listeners, a crucial customer service skill. They focus on understanding the customer’s concerns before responding, leading to better solutions. Many introverts are deep thinkers who prefer analyzing situations before reacting. This allows them to offer well-thought-out solutions rather than quick, impulsive responses.

Introverts are often more attuned to emotions and can pick up on subtle cues in a customer’s voice or body language. This makes them naturally empathetic, which helps build rapport and trust with customers. Unlike extroverts who thrive on social energy, introverts value meaningful interactions over surface-level conversations. This leads to genuine customer connections and a more personalized experience.

*Related – The #1 way to Teach your Employees to have incredible Customer Empathy

Introverts tend to stay calm in stressful situations, making them excellent at handling demanding customers without escalating the situation. Their thoughtful approach helps de-escalate tension and find constructive solutions. Many introverts excel in writing, making them great at email, chat, and online customer support roles. They often provide clear, well-structured responses that improve the customer experience. Introverts can feel drained by constant interaction, so short breaks help them reset their energy.

*Related – Interview Question Guide to Gauge Service Aptitude

Introverts Can Be Amazing at Customer Service!

Customer service isn’t just about being outgoing—it’s about understanding, problem-solving, and making customers feel heard. Introverts bring powerful qualities that help them excel in this field, often outperforming extroverts in areas like patience, written communication, and deep empathy.

Introverts are usually better listeners and tend to process before speaking, which means they’re not just waiting for their turn to talk. They are more comfortable with silence, giving people space to share. They often notice subtle cues—body language, tone shifts, etc. They focus more on depth than small talk, which makes conversations feel more meaningful.

Both introverts and extroverts can crush it in customer service, but they shine differently depending on the role and environment.

Extraverts – Strengths in Customer Service

• Thrive on high-energy interaction and can quickly build rapport.
• Comfortable with small talk and jumping into new conversations.
• Usually good at multitasking in fast-paced, noisy environments (like retail or call centers).
• Bring a lot of visible enthusiasm, which can boost morale and customer mood.

Extraverts – Weaknesses in Customer Service

• May talk more than listen if not self-aware.
• Can burn out if they don’t manage the pressure of constant interaction.

Introverts – Strengths in Customer Service

• Tend to be excellent listeners—which makes customers feel heard and understood.
• Focus on quality over quantity—thoughtful, solution-driven service.
• Do really well in one-on-one settings, email/chat support, or roles that allow time for reflection and problem-solving.
• Less likely to come off as “salesy”—more authentic, which builds trust.

Introverts – Weaknesses in Customer Service

• Might take longer to warm up or feel drained by constant social demands.
• May struggle in high-volume environments if they don’t get breaks.

It all comes down to how good your Service Aptitude Training is

Your new employee training, as well as ongoing training, needs to not only train them on operational, processes and procedures, but it must include service aptitude training; compassion, empathy, making a connection, building a rapport, service recovery, and going above and beyond.

*Related – Your Blueprint for World-Class Customer and Employee Experiences

Register now and Become a Zero-Risk Organization!

June 9, 2025 | 12:00 PM – 2:00 PM ET

• Identify and eliminate friction points in your customer journey
• Create a proactive service strategy that makes doing business with you effortless
• Learn how to prevent and recover from service failures in a way that builds customer loyalty
• Leave with a Zero Risk Action Plan to ensure every customer interaction is seamless and risk-free

The 2025 Livestream Workshop Series:

June 9:  Become a Zero-Risk Organization

September 8:  Create a Recruiting Experience

December 1:  Create an Onboarding Experience

Create Non-negotiable Standards (This workshop has passed, but replay is available with full series purchase)

Are you ready to revolutionize how your organization delivers customer and employee experiences?
Join John DiJulius and Dave Murray of The DiJulius Group for the Experience Revolution Livestream Workshop Series.
This four-part series dives into essential strategies for creating a zero-risk organization, improving recruiting and onboarding experiences, and establishing non-negotiable service standards.

Reserve your spot today:

• Attend any workshop for $249 each
• Unlock the entire series, 4 workshops (plus 2 bonus replays!) for $749 *BEST VALUE*

Register Now and Save Your Spot

The Customer Service Revolution Podcast

Ranked #1 Customer Service Podcast!

Subscribe today on itunes, spotify, YouTube, or wherever you listen to podcasts!

Podcast #197:  Structuring your presentations for maximum impact

Looking for a Keynote Speaker?
Bring John in to your team or event!

Take advantage of special savings when John is in your area.  See schedule below, or contact Claudia for details or to be alerted when John is in your area.

Email Claudia

Now Enrolling! 

Become a Certified Experience Executive in 2025

Transforming Leaders – Transforming Experiences – Transforming Cultures

Our Experience Academy courses have been designed to certify people for a new level of leadership, benefiting their career and your organization.

• The Customer Experience Executive Academy enables you to assess an organization’s current state of service and work to build systems to consistently deliver world-class experiences.
• The Employee Experience Executive Academy enables you to assess your current culture and build systems to hire, onboard, train and retain the best employees.

Learn more about the CXEAcademy.  Spring Session begins in April

Learn more about the EXEAcademy.  Summer Session begins in June

Schedule a call to discuss registration

 Become a More Confident Speaker, in Just 2 Days!

Join our June 10, 11 workshop in Cleveland, OH, led by John DiJulius and Dave Murray.